Ananda, Griselda, and Innocentius Bernarto. “The Influence of Service Failure, Service Recovery, and Customer Forgiveness on Customer Loyalty”. Jurnal Ilmiah Manajemen Kesatuan 14, no. 1 (January 31, 2026): 663–676. Accessed June 4, 2026. https://jurnal.ibik.ac.id/index.php/jimkes/article/view/4682.